A system and method for automated customer response system mapping and duplication to provide for a common Interactive Voice Response (“IVR”) system import language or structure, comprising a contact center crawler which connects with an existing automated contact center system, may navigate and map that system by recording and selecting each available option or by interfacing with the code that makes up the IVR itself to generate a model, records the response to each selected option, and feeds the options and responses to a tree creator; a CX model generator which organizes the options and responses into a data map such as a tree or more graph-like or map-like structure, where logical conditions or operations such as loops and recursion may be present; and a coding engine that generates programmatic code representing the data model that is imported into another IVR platform for execution.
Legal claims defining the scope of protection, as filed with the USPTO.
3. The system of claim 1, wherein the data tree is converted into a structured data format for export and import into another platform, an example of such is javascript object notation (JSON) format for the purposes of reproducing the original IVR structure in another system.
4. The system of claim 1, wherein the contact center crawler, tree model generator, and CX model generator, are located on the same systems or an internal network connected to a contact center.
7. The method of claim 5, wherein the data tree is converted into a structured data format for export and import into another platform, an example of such is javascript object notation (JSON) format for the purposes of reproducing the original IVR structure in another system.
8. The method of claim 5, wherein the contact center crawler, tree model generator, and CX model generator, are located on the same systems or an internal network connected to a contact center.
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August 5, 2020
November 1, 2022
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